Do the "Know-It-All Experts" and "Complainers" drive you nuts? Don't get mad - get smart!
There are ways you can survive difficult people at work! Coping with Difficult People explains six different personality types that could prevent you from doing your job adequately and what to do to gain cooperation.
From calming the "tank" to handling complainers without getting defensive yourself, this two-part video gives you the skills to identify and deal with stressful individuals, confidently.
Part 1:Know-It-All Experts, Stallers, Snipers How-To Training Points:
How to get the know-it-all to actually listen
How to uncover the staller's real objection
How to appropriately inform the sniper that snide remarks are always out of line
Length:20 minutes
Part 2:Complainers, Super-Agreeables, Tanks How-To Training Points:
How to turn a complainer into a problem-solver
How to get the super-agreeable to make a strong commitment
Featuring Dr. Roger Fisher, Director of the Harvard Negotiation Project, and co-author of Getting To Yes and Beyond Machiavelli. In this documentary-based program, Dr. Fisher draws on five real-life examples in organizations as diverse as British Alcan--where a hostile labor-management settlement had contributed to work stoppages, wage disputes and walkouts that "left a bad taste in everyone's mouth"--and Boston Public Schools--where, to maintain business' pledge of support, the nation's oldest public school system had to turn around the effects of urban decay, declining student skills and a rising dropout rate.
With each example, Fisher builds on Harvard Negotiation Project findings and Conflict Management, Inc.'s experience to reveal, define and illustrate the five essential qualities and behaviors held in common by effective negotiators. Fisher and other CMI professionals guide us through the negotiation process, allowing us to see opposing sides in action. As each case study is developed and negotiating positions, circumstances and partners change, we hear the involved parties describe their own conduct and thinking.
"Short-Cut" case study version is available. Co-produced with Conflict Management, Inc.
Are your managers saying, "I don't want to get involved"?
Resolve employee conflicts without making enemies through the effective management intervention techniques dramatized in this video.
If your managers and team leaders run for cover at the first sign of a conflict, Solving Conflict will help them overcome their resistance and get proactively involved. The video models interpersonal skills for effective conflict resolution and positive working relationships. Bonus practice sessions at the end of the tape facilitate role-playing and further discussion.
How To Training Points:
How to successfully intervene in employee conflicts
How to listen, ask questions, offer feedback, and get to the real problem
How to set and stick to fair ground rules and achieve "win-win" results for both sides
Length: 21 Minutes FREE Bonus: Five Interactive Vignettes
